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MB-920 Practice Question: Which TWO of the following are valid methods to…
Which TWO of the following are valid methods to handle product returns in Dynamics 365 Commerce?
⚠ Common exam trap
A common mix-up: candidates confuse the vendor returns functionality (used for supplier returns) with customer returns, or assume the Inventory management module can independently create return orders, when in fact Commerce returns require a linked sales transaction.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Process a return through the online store's customer portal.
Dynamics 365 Commerce allows customers to initiate returns through the online store's customer portal, which integrates with the return order process in the system. This self-service capability enables customers to select items from their order history and submit a return request without needing to contact a call center or visit a physical store.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Allow customers to return items via the call center without an order reference.
Why it's wrong here
Call center returns require an order reference.
- ✓
Process a return through the online store's customer portal.
Why this is correct
E-commerce site can handle returns.
- ✗
Use the vendor returns functionality for customer returns.
Why it's wrong here
Vendor returns are for returning goods to suppliers, not customers.
- ✗
Use the Inventory management module to create a return order.
Why it's wrong here
Returns are handled through sales orders, not directly in inventory.
- ✓
Process a return using the Point of Sale (POS) system.
Why this is correct
POS supports returns with or without receipt.
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